Sales | Site traffic for Guest role | What info are prospects looking for? Are there unsuccessful searches that can be resolved? |
Content access for Guest role |
Discussions viewed by Guest role |
Support | Questions answered by members vs staff | Is the community space helping to reduce the number of tickets, especially those questions and issues that are frequently occurring? Do you see customers stepping into the ‘product expert’ role? How much money is community saving through digital support? |
Number of questions asked in the community |
Solutions accepted |
Support content accessed |
Time to Answer |
Product | Ideation posts | Are your customers invested enough in your product to want to speak into it? How are your customers impacting your roadmap? |
Ideation post interactions |
Beta test interactions |
Marketing | Product content access | This allows your marketing team to understand whether content is getting views, how to format content for platform usage, and if events are landing. |
Event RSVPs |
Device type |
Moderation | SPAM resolved | How have your moderators been doing at their various functions (as a whole and as individuals)? This allows you to identify gaps or issues quickly. |
Moved discussions |
Merged discussions |
Split comments |
Logged In |
Focus | Metric | Why |
Engagement | Active Members | These are all metrics that give insights into how your members are engaging. Is it a very small minority carrying all the lift (not unusual…expect most of your community to be consumers rather than contributors). But what personas are most active, who could potentially become advocates and early adopters? Do you need to step in to help encourage participation? |
New Members |
Time to First Comment |
Content Access |
Helpful/Unhelpful Articles |
Contributors |
User Generated Content |
Discussions added |
Page Views by role |
Page Views by country |
Unique Visitors |
Replies per post |
Internal Staff | Logged in | How are your internal stakeholders engaging? Are there any gaps where customer-facing teams are not using the community at all? Which departments are using the community well. Impact of usage? |
Comments added |
Answers posted |
Ideation status updates |
